Customer Service Rep

Description

Quality Aircraft Accessories (QAA) overhauls and distributes piston engine and limited airframe accessories from its locations in Tulsa, OK and Ft. Lauderdale, FL to a worldwide customer base of over 25,000 pilots and mechanics.  As a Hartzell Engine Technologies (HET) company, we provide complete life cycle support for the full line of HET products including turbocharging systems, aircraft alternators, starters, fuel pumps and cabin heating solutions.  

Key Expected Deliverables from the position

1) Understand product line and quote prices, credit terms, prepare sales orders for invoicing and contact customer to coordinate outbound shipments.

2) Deliver excellent customer service by providing timely responses to customer inquiries and providing technical assistance to assure appropriate product selection for a given application.

3)  To assist customer with general technical inquiries including overhaul and other service needs.

4) Coordinate with production and purchasing to expedite product or services to meet customer needs and assist with scheduling to meet customer expectations.

5) Coordinate customer requirements with shipping and prepare documentation when required.

6) Resolve customer complaints regarding billing or service rendered and refer service complaints to appropriate individuals for investigation.

Key Responsibilities

1) The Customer Service Representative is responsible for sales, customer service, clerical and office management functions. 

2) Communication with customers by phone, email or in person, receive orders and manage and prioritize customer needs.

3) Purchase Order review and order entry. 

4) Estimate dates of delivery to customer, prepare invoices, return material authorization and other documents as required. 

5) Address complaints concerning billing or service rendered, read computer files, or gather records such as purchase orders, sales orders, and invoices to compile data. 

Requirements

Required Education/Experience

Associate’s degree or equivalent from a two-year college or technical school desired, or a minimum of one to three years of related experience and/or training.

Technical Competencies

1) Excellent written and verbal communication skills

2) Financial Understanding (Pricing, Margins, Costing)

3) Experience with Invoicing

4) Understanding of Inventory Control

5) Basic computer skills; (Microsoft Office, Outlook, etc.).

6) Data Entry Skills

7) Basic Mathematical Skills

Behavioral Characteristics 

1) Adaptability - Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

2) Customer Focus – Makes customers and their needs a primary focus of one’s actions; develops and sustains productive customer relationships.

3) Applied Learning – Assimilates and applies new job related information in a timely manner.

4) Initiates Action – Takes prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.

5) Manages Work - Effectively managing one’s time and resources to ensure that work is completed efficiently.

6) Quality Orientation - Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

EEO/E-Verify Employer